As a supervisor in the Contact Center, you can manage channels, see which agents are logged in, and adjust settings for telephony, email, and web chat. Follow the steps below. The numbering applies throughout the entire article.

1. Open the Contact Center view

• Go to the Contact Center view.

• Under Overview, click Agent Overview.

  Here you can see all the channels you are authorized to monitor.

2. View channels

• In Agent Overview, you will see your channels grouped by type. Examples of groups include Telephony, Email, and Web Chat.
• Each channel shows the number of logged-in agents out of the total number, for example, 1 of 3.

3. Manage agents in a channel

• You can easily log agents in or out of channels directly from the overview. This allows you to adjust staffing levels in real time.

4. Edit channel settings

• To adjust the settings for a specific channel, click the Eclipse menu (the three dots) under the respective channel. This allows you to customize the channel according to your needs as a supervisor.